Gartner Research

Evolving IVRs to Conversational Platforms — Intent Modeling Issues

Published: 23 August 2019

ID: G00441759

Analyst(s): Magnus Revang , Anthony Mullen , Bern Elliot


This research addresses evolving from IVRs to intent-based conversational platforms. To succeed, IT application leaders must understand how to best train the intent model. We show how existing IVR, customer service information, and other application context, can be leveraged for that purpose.

Table Of Contents
  • Key Challenges



  • Utilize Information From IVR-Related Sources
  • Implement Continuous Improvement and Tuning of the Intent Model
  • Incorporate Multichannel Solutions Based on the Understanding That They Will Be Significantly More Complex

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